Customer Service Representative

West Coast Reduction Ltd. - The Original Recycler. For more than 50 years we’ve been providing a necessary service. From our early roots as a butcher to our modern rendering facilities, we’ve created safe, environmentally friendly recycling solutions for the agriculture industry. We create valuable ingredients for everyday products, while at the same time helping to keep local communities clean and sustainable. Learn more at www.wcrl.com.

At our Call Centre located at the Vancouver Plant on the Port of Vancouver, we are hiring for a full-time Customer Service Representative.  The role is a key customer service position in the Company, responsible for managing the daily phone calls for service, payments and information requests from West Coast Reduction Ltd’s customer base.  The Customer Service team is the first point of contact for all inbound customer calls at the Operations Centre and direct those requests as needed to ensure that the customer’s satisfaction is achieved with first call resolution. .

Accountabilities:

  • Serve as West Coast Reduction Ltd’s brand ambassador for all incoming calls to our On-Demand Call Centre

  • Effectively resolve or escalate customer complaints by providing appropriate solutions and alternatives to the customers

  • Assure quality customer service is provided by following up on previous complaints and taking ownership of a positive customer experience

  • Work effectively with other team members to ensure that departmental goals and key performance indicators are achieved or exceeded

  • Answer all calls, emails, and other customer correspondence, within established guidelines, while providing superior customer service

  • Accurately maintain and update customer profiles as per discussion with customers and sales representatives 

  • Promptly address customer service calls for off-cycle service requests and coordinate the appropriate service delivery

  • Coordinate the stoppage of service for closed or deactivated customer accounts

  • Actively participate in outbound sales and service campaigns

  • Correct incomplete and incorrect sales and service orders

  • Accurately record data and customer notes into JD Edwards ERP system

  • Participate in after-hours phone rotation for emergency-based calls

  • Perform other duties as assigned by Manager or Supervisor

The Ideal Candidate:

  • High school diploma or equivalent level of education preferred

  • 2-3 years of experience in a customer service role or similar environment preferred

  • Demonstrated ability to work independently with minimal supervision

  • Competency using Microsoft Office Suite products and customer relationship management systems

  • Proficiency in English, both written and verbal, with excellent communication skills

The company offers a competitive wage rate plus benefits package for all full-time positions.

Interested candidates are invited to submit their resume by email to careers@wcrl.com or via the link below.

Thank you in advance for your interest in this opportunity, however, only those individuals who are selected for an interview will be contacted.